Incident Technician

MANTECH seeks a motivated, career-oriented, and customer-focused Incident Technician to join our team in McLean, VA. In this front-line role, you will troubleshoot and resolve a wide range of IT issues while delivering exceptional support to end users. Join a supportive work environment where teamwork, continuous learning, and career growth are highly valued.Responsibilities include, but are not limited to:You will support day-to-day IT operations by following ITIL processes to receive, prioritize, and resolve incoming IT incidents, service requests, and support needs.Analyze, troubleshoot, and implement fixes for hardware, software, network, and application issues, including remote desktop triage and system repair using remote tools.Respond to and resolve technical issues related to Windows Active Directory, Microsoft Office, business applications, browsers, networking, and telecommunications systems.Answer end-user inquiries regarding system procedures, application usage, system status, and downtime procedures; escalate complex issues as needed.Travel locally between customer buildings and support temporary assignments as required.Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday, 9:30 AM to 6:00 PM.Minimum Qualifications: HS Diploma and 8+ years of relevant technician experience OR Bachelor’s degree and 4+ years of experience OR Master’s degree and 2+ years of experience.CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification4+ years of experience providing technical support in a help desk, service desk, or incident management role.Candidates should bring a strong background in IT troubleshooting and customer service, with experience supporting a broad range of technologies.Proven ability to troubleshoot and resolve technical issues involving computer hardware, software, networks, and telecommunications systems.Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.Knowledge of Windows Active Directory, basic networking concepts (TCP/IP), and standard IT support tools.Preferred Qualifications: Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced, team-oriented environment.Experience with remote desktop support tools and enterprise ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management).Ability to quickly adapt to changing tasks and learn new skills on the job.We value strong communication and adaptability, along with hands-on experience using support tools.Strong attention to detail and organizational skills.Clearance Requirements:Must have an active TS/SCI clearance with Polygraph.Physical Requirements:Ability to remain stationary for at least 50% of the time.Ability to operate computers, phones, and standard office equipment for extended periods.Ability to move between offices and buildings, including under desks, raised floors, and server closets, some of which may be confined spaces.Ability to lift and move IT or AV equipment weighing 50+ pounds, using carts or team lifts as needed.Must be able to ascend/descend ladders (10+ feet) while pulling cables and adjusting equipment.

Created: 2025-08-02